Customer Service Representative

2 months ago

Charlotte, North Carolina, United States MCR Hotels Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at Springhill Suites by Marriott Charlotte Southwest. As a Front Desk Agent, you will be responsible for providing exceptional guest service, managing the customer-facing administrative processes of the hotel, and ensuring a positive experience for all guests.

Key Responsibilities
  • Provide attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
  • Maintain proper operation of the telephone switchboard.
  • Answer guest inquiries about hotel service, facilities, and hours of operation.
  • Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.
  • Respond to guest requests in a timely and professional manner.
  • Maintain confidentiality and security of all guests and hotel information.
  • Document all guest requests, complaints, or problems immediately and notify designated department for resolving the situation.
  • Follow up to ensure completion and guest satisfaction.
  • Be aware of all rates, packages, and special promotions.
  • Be familiar with all in-house groups and high demand/restricted dates.
  • Take all necessary information when taking room reservations and follow rate quoting scenario.
  • Be knowledgeable of the front desk computer system.
  • Log and deliver packages, mail, and messages.
  • Share knowledge of the property and amenities, along with any special events, local area attractions and things to do around the hotel.
  • Accurately complete the check-in and checkout process.
  • Uses creative reasoning and brand standard service tools to overcome guest objections and concerns and to ensure guest service satisfaction.
  • Restocks front desk area and supplies as required or assigned by immediate supervisor.
  • Ability to follow a checklist.
  • Perform other duties as assigned.
Requirements
  • Must have a positive attitude and willingness to learn.
  • Demonstrate the ability to multi-task.
  • Demonstrate the ability to be detail oriented.
  • Demonstrate the ability to problem solve to effectively deal with internal and external customers.
  • Must have basic English verbal and written communication skills.
  • Must work well in stressful, high-pressure situations.
  • Basic math skills.
  • Must have the ability to obtain alcohol awareness certification as required by the State.
  • Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
  • Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
  • Must be able to convey information and ideas clearly.
  • Must have a desire to serve all guests.
  • Must meet the legal age to serve alcoholic beverages (at select properties).
Preferred Qualifications
  • Experience in a hotel or a related field.
  • Brand knowledge and experience.

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